QDR Coordinator/Specialist

QDR Coordinator/Specialist

Company: TygrLabs
Location: Gulshan, Dhaka, Bangladesh

Working Hours: Morning & Evening Shifts
Job Type: Full-time

Position Overview

This role involves monitoring, evaluating, and improving the quality of customer interactions and operational processes to ensure a consistent and exceptional customer experience (CX). The ideal candidate will bring a solutions-oriented approach, demonstrate strong communication skills, and possess a commitment to fostering continuous improvement.

Key Responsibilities

• Perform daily quality checks on inbound and outbound emails to ensure compliance with company standards.
• Monitor and evaluate daily incoming and outgoing phone recordings for professionalism, accuracy, and efficiency.
• Restructure and optimize processes for Quality Control and Quality Assurance to enhance operational efficiency.
• Craft prescriptive reports to identify areas of improvement and present actionable recommendations.
• Submit daily reports to the manager and QC/QA Lead detailing quality findings and improvement strategies.
• Collaborate with Sub-Functions Leads to improve Customer Experience (CX) scores of associates.
• Identify inefficiencies in day-to-day business operations and implement effective solutions.
• Take proactive roles in supporting and enhancing operations processes within the department.
• Conduct dispatch duties as required to support seamless service delivery.

Qualifications

• Minimum 6 months of experience in Operations or Service Quality Control, preferably in a fast- paced environment. Having Training or L&D backgrounds would be a plus. 
• Must be able to work evening shifts (3 PM to 12 PM) and also early morning shifts (7:30 AM to 4:30 AM)
• Proficient in written communication with excellent English grammar and spelling.
• Strong verbal communication skills with near-native English vocabulary and fluency.
• Strong organizational and time management skills with the ability to prioritize tasks effectively.
• Ability to communicate effectively without a significant accent.
• Exceptional team-building capabilities.
• Strong communication and stakeholder management skills
• Education: Bachelor's degree in business administration is preferred.
• Evaluation Tools: Familiarity with quality evaluation tools and reporting systems is advantageous.
• Attention to Detail: A meticulous approach to identifying errors and ensuring accuracy.
• Positive Mental Attitude (PMA): Strong emotional intelligence, patience, a team-first mindset, and empathy.
• Active Listening: Ability to fully understand and address feedback and concerns.
• Willingness to Learn: Open to acquiring new skills and adapting to changes.
• Responsible: Dependable and accountable in fulfilling tasks and meeting deadlines.

Benefits & Perks

At TygrLabs, we believe in taking care of our team. Our benefits include:

• Annual Merit Increase Based on Performance
• Festival Bonus
• Monthly Allowance for meals
• Health Insurance
• Health & Wellness Programs
• Paid Time Off
• Annual Team Outing
• Learning & Development Opportunities

Company Website

www.tygrlabs.co